CHARLES BALLARD

**** ********* ** ♦ Austin ♦ Texas ♦ 78759

ef269q@r.postjobfree.com ♦ H - 512-***-**** ♦ C – 512-***-****

MANAGEMENT PROFILE

Accomplished Program Manager leading international projects for multinational companies in the financial services, logistics, and IT services industries. Expertise in software design and deployment, process improvement, and operational restructuring. MBA with project management certifications, and fluent in Spanish and Portuguese.

PROFESSIONAL EXPERIENCE

Teacher Retirement System of Texas (TRS) 2009 – Current

Program Manager, Austin, TX

Responsible for delivery of a project portfolio for TRS’ investment management division. Goal to reduce cycle time by 25% year over year for identified critical processes. Main functions include software vendor relationship management, software selection and deployment, software upgrades, business intelligence delivery, and process improvement initiatives.

♦ Accountable for the bolstering and institutionalizing of a project management methodology for a team of 7 business analysts.

♦ Project lead for the development of a web portal that facilitates the solicitation of new investment opportunities and compliance documents between TRS and external fund managers / brokers.

♦ Project lead for the deployment of a Research Management System solution for over 100 users. Currently in planning phase after undergoing vendor selection through a RFQ process.

DELL Inc. 2005 – 2009

Program Manager, Austin, TX

Manager of the Program Management Office (PMO) serving Latin America’s technical support and services organization. Led a staff of 5 in PMO supporting a portfolio of projects servicing commercial customers in 47 countries, 3 call centers and over 500 technicians. Team mission to improve productivity and customer satisfaction, while managing costs.

♦ Spearheaded initiatives to reduce phone contacts at regional call centers by introducing online support tools like Chat, Community Forums, Online Incident Management, among others. Contacts per units sold under warranty went from 2.1 to 1.8 in the span of 3 years, or an improvement of 17%. Recipient of Gold Star Award for accomplishments.

♦ Led operational restructuring initiative to outsource Spanish and Portuguese technical support functions from Austin to call centers in Panama and Brazil. Realized cost benefit of $800k over the span of 3 years while ensuring minimal disruptions to daily operations and customer satisfaction.

♦ Delivered new systems such as Siebel, Cognos, and various other internal Dell designed systems to manage the daily operations of a call center within the region. Productivity metrics like average call handle time, case age, repeat calls improved based on tools implemented.

♦ Strengthened the telecom infrastructure for region through upgrades and effective call routing, resulting in a more flexible operation and better redundancy measures.

♦ Chaired the regional policy and procedures committee tasked to review and approve changes to existing or new processes. Released on average 15 new/revised policies and procedures per year to manage new regulations, new products, and ensure smooth escalation processes.

CHARLES BALLARD 512-***-**** ♦ ef269q@r.postjobfree.com PAGE TWO

DHL Express 2001-2005

Senior Project Manager, Miami, FL

Business lead for the “Billing System Conversion” project for Latin America’s regional finance department. Objective was to replace the regional legacy billing system in all countries to a more scalable and globally accepted billing system with a $6 million budget over 3 years.

♦ Orchestrated all phases of the project life cycle, from initiation to implementation and closure. Required strong communication, planning and collaboration efforts from cross functional and virtual project team members located in US, Asia, and Latin America.

♦ Captured a gap analysis of legal, regulatory and tax requirements, and produced a functional requirements document used by developers to build the functional enhancements to system.

♦ Developed and executed a comprehensive plan for testing, training, communicating and delivering a final product to the stakeholders. Succeeded to launch the new billing system in 27 countries within budget.

CITIBANK N.A. 1996 – 2000

Treasury Operations Manager, Bogota, Colombia (1999-2000)

Supervisor of 13 staff members for Colombia’s treasury operations unit for commercial banking. Accountable for daily operations such as processing of treasury products and producing mark to market reports for market risk analysis.

♦ Reduced process cycle time of certain products by 55%, and error rates by 70% within tenure. Overtime costs reduced as a consequence.

Project Manager, Miami, FL (1997 – 1999)

Reported to the Director of Operations for commercial banking in Latin America. Designated to implement a Shared Service Center in Panama for commercial banking operations of five Central American countries. Mandated to also implement best practices for process improvement and other quality initiatives throughout the region.

♦ Reengineered and standardized numerous small to medium sized processes for commercial banking products like funds transfers, trade finance, treasury and sales finance throughout the region.

♦ Pitched and sold the Shared Service Center concept to the country managers, and was credited with delivering the end product within budget, within prescribed service level agreements, and realizing expected cost savings.

Industrial Engineer, Sao Paulo, Brazil (1996)

♦ Facilitated multiple cross functional meetings resulting in the design of a new “should be” order fulfillment processes. The documented processes were then used to write the functional requirements for contracted developers to code an automate process.

♦ After one year of captured metrics the automated process was confirmed to save of $1.2 million a year in costs.

EDUCATION

Thunderbird School of Global Management, Phoenix, AZ 1993 - 1995

Master of International Management

Recognized as the #1 international MBA program by: US News & World Report and Financial Times

Southern Methodist University, Dallas, TX 1990 - 1993

Bachelor of Science in Economics

CERTIFICATIONS

PMP, ITIL, CSM, Prince II, Six Sigma – Green Belt, Facilitator

LANGUAGES

Spanish – Fluent Portuguese – Conversational English - Native